Staff, Technical Account Manager (French Speaker)

## About the Role As a Staff Technical Account Manager at Twilio, you will play a critical role in supporting the company's EMEA customers. You will be the primary technical point of contact for a named portfolio of Personalized accounts, responsible for resolving complex technical issues and providing proactive guidance to deliver added value. Your expertise will help customers optimize their use of Twilio technologies, ensuring their environments are less susceptible to business-impacting downtime. The Technical Account Manager role is vital in building strong relationships with customers, understanding their needs, and providing tailored solutions. You will be part of a talented team that prioritizes customer satisfaction, partner success, and community engagement. Your ability to remain calm under pressure, prioritize tasks effectively, and evaluate situational vitality will be essential in this position. In this role, you will work closely with the product team and partners to improve customer satisfaction, assist in preparing and executing quarterly business reviews, and coordinate with internal and customer teams to ensure customers are getting the most value out of their Twilio subscriptions. ## What You Will Do - Function as a consistent point of contact for a named portfolio of Personalized accounts - Provide answers, share standard methodologies, and solve complex technical issues for largest enterprise customers - Act as a coordinator for escalated customer issues - Maintain customer promises by keeping tickets updated - Utilize feedback to improve customer experience and debugging strategies - Work closely with the product team and partners to improve customer satisfaction - Assist in preparation and execution of quarterly business reviews - Coordinate with internal and customer teams to ensure customers are getting the most value out of their Twilio subscriptions - Document customer-specific implementation context for internal use ## What We Are Looking For - Proven experience in a technical account management or similar role, with a focus on customer-facing technical support - Strong technical skills, with the ability to understand and troubleshoot complex issues - Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams - Ability to work in a fast-paced environment, prioritizing tasks effectively and managing multiple projects simultaneously - Fluency in French, with excellent written and verbal communication skills - Experience with Excel and other productivity tools - Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions - Bachelor's degree in a technical field, such as computer science or engineering ## Nice to Have - Experience with Twilio technologies or similar cloud-based communications platforms - Knowledge of AI and machine learning principles, with the ability to apply these concepts in a technical account management role - Certification in a relevant technical field, such as ITIL or a cloud-based certification - Experience working in a remote-first environment, with a strong understanding of remote collaboration tools and practices ## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a talented team of professionals in a fast-paced and dynamic environment - Flexible working hours and remote work options - Professional development opportunities, including training and certification programs - Access to the latest technologies and tools, with the ability to develop new skills and expertise - Comprehensive health and wellness program, including mental health support and employee assistance programs - Generous paid time off policy, including vacation days, sick leave, and holidays

- Tip: Develop a strong understanding of cloud-based communications platforms and technologies, including Twilio, to increase your chances of success in this role.

• Tip: Showcase your problem-solving skills by providing examples of complex technical issues you've resolved in the past, and how you approached each problem.
• Tip: Highlight your experience working with customers, including your ability to build strong relationships and provide effective technical support.
• Tip: Be prepared to discuss your experience with Excel and other productivity tools, and how you've used these tools to drive efficiency and effectiveness in your work.
• Tip: Research Twilio's company culture and values, and be prepared to discuss how your own values and work style align with the company's mission and vision.
• Tip: Practice your communication skills, including your ability to explain complex technical concepts in a clear and concise manner.
• Tip: Be prepared to discuss your experience working in a fast-paced environment, and how you prioritize tasks and manage multiple projects simultaneously.